What is ITIMS?

Management of all activities associated with traditional IT infrastructure components Objectives include
Optimization Security Collaboration Technology evolution

Traditional Information Technology Services

ITES

ITIMS

Introduction
Mid size organization with strength of 2400+ Leading provider of IT Infrastructure Management Services (ITIMS) Six Sigma and ITIL driven automation Service offerings include
Mobility Cloud solutions Infrastructure Management Collaboration Virtualization End User Services

The Journey

Transition 1 (1989-1998)
Transitioning to Internet Economy Network integrator Helping foreign network giants to foray into India after liberalization

Transition 2 (1998-2001)
From incubator to technology services Dot com boost

Progressing Forward (2003-)

Sustaining value delivery to clients Core niche Infrastructure services

The People
Extraordinary. Everyday
Challenging environment Learning on a continuous basis

Open work culture

Facilitates faster propagation of ideas Decentralized management structure

RESPECT

TEAMWORK

PEOPLE PHILOSOPHY

Encourage employee development

Fast Tracker Program for future leaders Encourage rotation for employees in projects > 18 months

TRANSPARENCY

INTEGRITY

Innovation

Future ready Intrapreneural Innovation team Dedicated cross functional Innovation Team
Focus on innovation driven service delivery SmartCenter : Service automation platform SmartTransform : Co-creating IT transformation SmartNow : Maximizing value of existing investments

The Organization
Services Delivery

Functional Grouping with geographical divisions for Sales team across India & Middle East United Kingdom United States Dedicated HRs for all Business Units to facilitate better synergies and productive interaction Flexible employee to manager ratio 1:7 to 1:15 based on employee skill level and specialization
Founder, Chairman & Managing Director

Finance
Service Automation HR Innovation Information & Technology Marketing Sales

The Strategy
Single Sector Focus
Low cost leadership Differentiation

100 % focus on IT infrastructure services DDS Outcome based pricing approach

Focussed Low cost leadership

Focussed Differentiation

The Strategy
Fishing Targeting new clients

Farming Nurturing and building businesses of existing clients

Follow the Sun Collaboration between global teams across timezones

The Environment
Simple
+ Complex + Unstable High Uncertainty Complex + Stable

Unstable Moderate Uncertainty

Simple + Stable Low Uncertainty

Low - Mod Uncertainty

ELEMENTS Tough competition (Infosys, Wipro, HCL) Analyst reports and ratings (essential to develop the client base) Human resources Economic conditions Changes in technology sector Government sector (laws & regulations, taxes) International sector (regulations, exchange rate)

Environmental stability

Environmental complexity

Thank You!

Indian Institute of Management Bangalore Bannerghatta Road, Bangalore 560 076, INDIA

www.iimb.ernet.in

INNOVATION
Technology change:
A separate Future ready Intrapreneural Innovation teamOrganically structured Criteria for approving new products- presence of a zealous champion + Collaborative teams

New products and services:

Horizontal coordination model is used Collaborates with clients and partners Smarttransform : co-creating the IT transformation and smartnow: Maximizing value of existing investments Smartcenter - In-house product to monitor health and process flow

ORGANIZATION CULTURE
Adaptability Culture and innovation Unit for being future ready Talent Transformation Cell (TTC) and Training Need Identification (TNI) to develop skills for rapid changing environment Fast Tracker Program to focus on grooming the top 20% performers into effective leaders Training program on soft skills and client service as well as full funding of industry certification such as six sigma, ITIL, MCSE, CCNA and Project Management Professional

ORGANIZATION GOALS
Customer Satisfaction Highest standard of governance and business ethics Solutions and services of highest quality Provide superior value to customer through innovation

MISSION :
To provide high quality IT Infrastructure services and develop customer business through automation and Industrialised service delivery

ORGANIZATION CONFIGURATION

CXO & MD

Consultants, Network Engineers, Business Development Managers & Technical Support Engineers PROFESSIONAL BUREAUCRACY

ORGANIZATION STRUCTURE

Highly flat hierarchy Flexible manager to employee ratio ranging from 1:7 to 1:15 Ratio dependent on specialization and skillset of employees Optimal talent acquisition processes and effective utilization of employees resulting in minimal bench strength

GLOBAL ORGANIZATION DESIGN Domestic structure and international division Offices in several international locations such as North America, Europe and Middle East Collaboration through unified communications Entered into Strategic Alliance with Serco Solutions , UK in 2005 for providing remote IT Infrastructure Management Services Alliances and partnerships with global customers like Microsoft , Cisco , Citrix

INFORMATION AND CONTROL PROCESSES

KNOWLEDGE MANAGEMENT CONTROL SYSTEMS Codification of all the Intranet services are used learning from projects and to improve internal best practices communications Person to person Information is made knowledge transfer is available to employees managed to ensure based on their roles continuity in work General information can Avoids person dependency be accessed by all employees

ORGANIZATION VALUES

Microland Trailblazer Award as the highest form of employee recognition Spot Recognition Award to motivate employee on day-to day basis